CHG850 - Dealing with complaints: Checklist for preparing replies to complaints

• is the complainant’s name and address right?
• is the letter properly dated?
• does it show your contact details?
• have you answered all the points?
• is the response accurate in all respects?
• have you apologised for anything which went wrong?
• have you explained your reasoning?
• have you explained what, if anything, will happen next?
• have you used appropriate, straightforward language - and is your reply jargon-free?
• has financial redress been considered?
• have you explained how the complainant can take things further?
• if you intend to ask a colleague to consider a procedure, form etc, have you told the complainant?
• (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
• if you did not work for the department, would you understand what you have written?